The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

What to do if your car windscreen or window glass is broken or damaged?

Claims under this section will not affect your no claims discount. If you do not have comprehensive cover, you can still call the claims department but you will have to pay the cost of the replacement or repair.

Did you know that you can manage your policy online with our self-service centre?

Making a home insurance claim

1. Before you call us

You should call the police straight away if your claim is for theft or attempted theft, riot, a malicious act or vandalism, or accidental loss outside your home. Make sure you get a crime or lost property number.

You can make urgent repairs to prevent further damage – like fixing a forced lock or broken window – but speak to us before making any other repairs.

Have a look at your policy booklet and policy schedule to check your level of cover and have your policy number to hand.

We‘ll let you know if you’re covered for the loss or damage and any excess that applies.

3. What you'll need to give us

We’ll ask you for a list of everything that’s been lost or damaged.

Keep any damaged goods as we may need to see them. With the exception of freezer food, where a list would be suitable.

We may also ask you for proof of ownership to support your claim, such as:

Receipt

Invoice

Credit agreement

Pre-loss valuation

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4. How we’ll look after your claim

Depending on the extent and type of damage, we can rebuild, repair, or replace your things, or give you a cash payment.

If your claim is complicated, say after a flood, we can send a Personal Claims Consultant to visit your home and help you make a list of the damage. They’ll be there for you with all the help you need.

We’ll give you advice on the next steps to take.

5. Helping you get back to normal

We have trusted suppliers who can repair or replace your lost or damaged items, including electrical equipment, jewellery, bikes and furniture.

We can also arrange for a trusted company to make structural repairs to your home. And if you can’t live there until it’s repaired we’ll provide alternative accommodation for you, your family and pets.

We guarantee all claims related to work done by our approved contractors for a minimum of 12 months from the date of completion.

In an emergency

Call this number to arrange for a tradesperson to make any emergency repairs to:

Your plumbing, drainage or central heating systems.

Your gas or electricity supply systems if they fail.

Damaged roofing, locks, doors or windows to secure your home.

If you've chosen Home Emergency Cover, you may be able to claim the cost of the tradesperson, chosen by us, to deal with the emergency in respect of the call out charge and any materials necessary.

If Home Emergency Cover is not chosen you’ll need to pay for the emergency repairs, but if the damage is covered by your home insurance policy, you can claim in the normal way.

Any legal liability, loss or damage to any property or person arising from the provision or delay of the repair services is not covered. This service is provided by AWP Assistance UK Ltd trading as Allianz Global Assistance.